ECE & MEA Customer Support Service Line Manager

Description -

At HP we believe technology should make life better for everyone everywhere. As a global leader in personal computing printing and solutions HP operates in over 170 countries combining innovation sustainability and customer centricity to deliver meaningful impact at scale. Our success is built on empowered people strong values and a relentless focus on customer experience.

The Customer Support Field & Channel organization plays a critical role in delivering HPs customer promise. We operate at the intersection of field service providers channel partners supply chain and commercial teams ensuring contractual commitments and service levels are met in complex and diverse market environments.

Within this organization the ECE & MEA regions stand out for their diversity operational challenges and strategic importancerequiring strong governance stakeholder alignment and datadriven Service Level Management.

The Service Level Manager (SLM) is accountable for endtoend service performance at country / cluster level ensuring delivery meets agreed service levels customer experience speed and efficiency targets. He acts as a trusted performance advisor to the Country Support Manager (CSM) driving datadriven insights corrective actions and continuous improvement across Field & Channel delivery.

The role requires strong digital and analytical skills to rapidly consolidate analyze and interpret service data across multiple systems and countries. Comfort with dashboards automation and data visualization is key to turning complexity into clear insights enabling faster decisionmaking and proactive service management in a highly dynamic environment.

This is a highimpact role offering strong visibility regional exposure and the opportunity to shape how HP delivers service in some of its most dynamic markets.

Why Join Us

• Work in a panregional role with real ownership and influence
• Develop deep expertise in Service Level Management in complex multicultural environments
• Be part of a collaborative supportive and highly engaged EMEA Customer Support community
• Grow your career at HP while making a tangible difference for customers and markets

Key Accountabilities

1. Service Performance Ownership

• Own country / geo service performance across contractual transactional and channel scope.
• Track and analyze CX sNPS speed efficiency and operational KPIs on a weekly and monthly basis.
• Identify performance deviations vs. targets trends and systemic risks.
• Shift performance management from reactive to predictive using leading indicators.

2. Performance Governance & Reporting

• Own SLM performance reporting ensuring accuracy consistency and executive readiness.
• Run structured performance governance cadences (reviews CVTs deep dives).
• Ensure clear linkage between metrics root causes actions business & customer impact.
• Standardize governance quality (agenda outputs decisions tracking).

3. CrossFunctional Coordination

• Lead crossfunctional problem management coordinating with Call Center Operations Supply Chain Quality and Field & Channel teams.
• Drive endtoend alignment on performance analysis and recovery plans.
• Act as a single point of orchestration for performance topics.

4. Corrective Action & Continuous Improvement

• Drive or facilitate Corrective Action Plans (CAPs) for service deviations.
• Support definition of process improvements prevention plans and transformation initiatives.
• Track execution and effectiveness of improvement actions.
• Contribute to change and transformation programs at country / cluster level.

5. Escalation Management

• Manage service performance escalations ensuring clear rootcause analysis crossfunctional engagement and executivelevel narratives.
• Provide timely factbased updates to leadership.
• Support recovery and stabilization until closure.

6. Digital Analytics & AI Enablement

• Leverage data analytics automation and Copilot / AI tools to Improve insight quality reduce manual reporting and enable faster decisionmaking.
• Contribute to digital transformation of performance and case management.
• Promote standard scalable analytics practices.

Required Skills & Competencies

Core Capabilities

• Strong analytical and data interpretation skills
• Executivelevel storytelling and presentation
• Structured problemsolving and rootcause analysis
• Endtoend service and customer journey understanding

Behavioral & Leadership Skills

• Influence without authority
• Crossfunctional collaboration
• Time management and prioritization
• Strategic bigpicture thinking with operational depth

Technical & Business Knowledge

• Service delivery models (Field Channel Contractual)
• Performance management frameworks
• Digital tools dashboards and automation concepts
• AI / Copilot literacy for analytics and insights

Stakeholder Interfaces

• Country Support Managers (CSM)
• Supplier Operations Managers (SOM)
• Channel Partner Service Delivery Managers (PSDM)
• Call Center Operations Supply Chain Quality teams
• Country & Cluster Leadership

Entity: Sales & Services

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal